What are the responsibilities and job description for the Customer Operations Associate I position at eTeam?
ET_TN01
Job title : Customer Operations Associate
Location : Atlanta GA (Onsite)
Duration : 12 Months
Summary :
The Special Services Team primary accountabilities are handling all requests made from a CCNA Customer disputing their product invoices due to a discrepancy with product such as : damaged product, shorted product or any type of billing discrepancies and providing dedicated support for our internal sales teams, customers. They must perform detailed research to determine the validity of the claims.
Key Activities :
Building relationships with CCNA facilities, CCNA Finance, Customer Service, Customer Solutions and NFO to help improve customer service and drive down cost
Adhoc reporting for root cause analysis
Primary point of contact for Customer Service, Customers and Finance requesting credits / debits.
Detailed research of claims with CCNA finance and facilities, transportation vendors, to verify and recommend claim disposition
Ad hoc projects
Maintain relationship with shipping facilities, transportation, CCNA NFO on inventory.
Changes to current processes (management, shipping facility, transportation and finance)
Evaluate, suggest, and work with Manager to reduce customer order issues that are recognized through the credit process. Recommend systems and process improvements for Product Order Management by evaluating customer trends.
Understanding complex customer request and determining the root cause in order to process improve.
Minimum Required :
High School Graduation
Customer Service experience
SAP & SAP IC
AP / AR
Transportation experience
Written and verbal communication skills
Problem Solving
Customer Relationship Management
Microsoft Office
Preferred Level :
Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
3 years of Customer Service experience
2 years of Supply chain experience
Proven track record of customer relationship management : customer issues, analyzing opportunities and providing system and process solutions that meet or exceed Customer expectations.
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